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About the CD-ROM
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About the CD-ROM
by John Gravely, Laura Brown
Special Edition Using® Microsoft® CRM
Copyright
About the Authors
Acknowledgments
We Want to Hear from You!
Reader Services
Introduction
Who Should Read This Book?
A Multilevel Reference
Special Features in the Book
Summary
CRM Basics
CRM Is a Business Strategy
Effects of E-business and Evolving Capabilities
Microsoft's CRM Product
Interacting with CRM Systems
Summary
The CRM Landscape: Why Now?
CRM System Evolution
Marketing Department Changes
CRM and Transaction Processing
Change Management and Market Strategy
The Technology of Microsoft CRM
Summary
Microsoft CRM Functional and Conceptual Overview
Microsoft Business Solutions, Microsoft, and Microsoft Great Plains
Microsoft CRM Product Positioning
Microsoft CRM Versions and Licensing
Microsoft CRM User Interfaces
Named User Licensing
CRM Platform
Microsoft CRM Concepts
Opportunities and Cases
Core CRM Objects
Use Case Corner—Expediting Activity Record Creation
Summary
Setting Up Microsoft CRM
Arriving at Consensus
Global Settings
Microsoft CRM Organization Structure and Security
Delete Versus Deactivate
Microsoft CRM, Exchange Server, and Active Directory
The Microsoft CRM Exchange Connector
Owners, Assignment, and Sharing
Subject Hierarchy in Microsoft CRM
Product Catalog
Template Manager
Use Case Corner
Summary
Home Page, Workplace, and Navigation
The Microsoft CRM Home Page
Microsoft CRM Navigation Map
Setting the Miscellaneous User Options
Microsoft CRM Info Views and Searching
Workplace
Errors in Microsoft CRM
Use Case Corner—Navigation to Other Resources Through a Simple Quick Launch Customization
Summary
Sales Force Automation (SFA)
B2B Versus B2C
Leads
Sales Territory Manager
Quotas
Opportunities
Products
Competitors
Activities and Sales Process
Marketing Functionality
Use Case Corner—Tracking Marketing Campaigns
Summary
Microsoft CRM Sales for Outlook
Offline Concepts
The Microsoft CRM Sales for Outlook Interface
Mailboxes and Folders
Typical Microsoft CRM Configuration
Going Offline/Synchronizing
Synchronization Under the Hood
Configuration and Customization
Deployment Considerations
Use Case Corner—Mobile Portal: Extending the Reach of Microsoft CRM
Summary
Customer Service
Customer Service Concepts
Understanding Customer Service Object Relationships
Contract Templates
Service Contracts
Cases
Queues
Use Case Corner—Gracefully Transitioning a New Customer to Your Service Department
Summary
Microsoft CRM Reports
Report Navigation
Report Creation and Modification
Use Case Corner—c360 SearchPac for Microsoft CRM
Summary
Configuring Microsoft CRM
Why Configure?
Configuration Tools
Deployment Manager
System Customization
Customizing Forms
Status and Status Reason
Use Case Corner—Adding Java Script to the OnChange Event of Picklist Fields
Summary
Workflow
Workflow Manager
Workflow Actions
Workflow Conditions
Creating a Sales Process
Workflow Monitor
Workflow Security Settings
Use Case Corner—Automating Business Processes Through the Microsoft CRM Workflow Monitor
Summary
Microsoft CRM Integration and Data Conversion
Integration Basics
Integration Components
Integration Points
Integration Deployment
Integration Architecture
Integration Settings
BizTalk Document Tracking
Initial Data Migration
Use Case Corner—Scribe Migrate for Microsoft CRM: Data Migration
Summary
Customizing Microsoft CRM
Microsoft CRM Configuration Files
Links Customization
Web Resources Customization
Microsoft CRM SDK
Clone Customization
Activity Summary Customization
Summary
Redesigning Your Business for Customer-Centricity
Make the Customer the Basis for CRM Design
Integrate CRM Across the Enterprise
Adopt the Strategic View
Manage Customer Information as an Asset
Fuse Traditional and e-Channels
Utilize CRM Across Business Models
Understand Your Business Process
From Business Ambiguity to Technical Precision
Enabling Customer-Centric Processes with Microsoft CRM
Architecting a Shorter Time-to-Market
Use Case Corner
Summary
Managing Your Service Vendors
Establishing Your Requirements
Finding the Best Products and Services
Communicating Your Requirements
Integrate Your Vendors
Tying It All Together
Partnership Model
Use Case Corner
Summary
Installing and Maintaining Vendor Software and Services
Set the Direction
Implementation Strategies for CRM Projects
Handling Changes and Continuous Improvement
The Validation and Verification Processes
Use Case Corner
Summary
Understanding the CRM Marketplace
Market Dynamics
Microsoft's Reseller Partner Channel
Three Aspects of Corporate CRM
Data Warehousing
Other Services Related to CRM
Solutions for the Small and Mid-Sized Business
Use Case Corner
Summary
Accessing the CRM Online Community
Online Communities
CRM Communities Benefits
Translating from Corporate CRM to Microsoft CRM for the SME
Categories of Sites
Sites by Category
Summary
Selecting a Consultant for Help Implementing Microsoft CRM
Reasons to Hire a Consultant
What to Look for in a Business Technology Consultant
Due Diligence
Defining Specialists
What to Expect after You Sign
Summary
Future Directions for Microsoft CRM
Background
Market Timing
The Next Step—Microsoft Business Framework (MBF)
Short- and Long-Term Direction
Summary
About the CD-ROM
What's on the CD-ROM
Windows Installation Instructions
License Agreement
Index
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What's on the CD-ROM
About the CD-ROM
What's on the CD-ROM
Windows Installation Instructions
License Agreement
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